Service Troubleshooter Coordinator
5 days ago
We are looking for Service Troubleshooter Coordinator to join our team at Bobcat.
Job Information
As Service Troubleshooter Coordinator, you will provide specialized support for the Bobcat service network, addressing and resolving technical, operational, and customer-related issues to ensure optimal service delivery. You will be coordinating with various service points, managing resources, and implementing solutions to maintain high levels of efficiency and customer satisfaction across the service network.
We're looking for someone who will:
- Provide Bobcat dealer assistance to enable them to repair Bobcat products in the most efficient manner, to ensure high customer satisfaction.
- Keep the Product Service Manager informed of incoming information relative to machine quality.
- Build a database of known issues and corresponding solutions, sharing it systematically with internal employees and with dealers when relevant.
- Support the Service Team (field, product support, warranty, product support, training) to develop documentation to make Doosan/Bobcat recognized as a top tier player.
- Give the right visibility to the management on the customer satisfaction by reporting "Response Time" performance and importance of each question addressed by the dealers.
- Pass over to parts team recurrent questions so that they may be able to answer in a faster time and increase their knowledge level.
- Communicate with the Service Managers, Aftermarket Managers, Warranty Auditors, Technical Trainers and keep them updated and informed on current problem trends.
- Assist the warranty group in evaluating failures and questionable claims.
- Identify the needs to communicate solutions to dealers. Keep Product Support Managers, Publication Coordinators and Technical Trainers aware about the need to update or develop service letters, repair manual and training manuals.
- English and Dutch speaking mandatory
- Technical and/or hands on experience on hydraulics, combustion engines, electrical systems, CAN bus technology in material handling, construction or automotive industry is required.
- Experience in dealing with multi location teams
- Strong interpersonal skills both written and verbal
- Personal Computer skills
- A broad range of product knowledge is beneficial, including product features and benefits, sales specifications, correct equipment operation, technical specifications and systems troubleshooting.
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